Customer Experience Manager

hace 5 días


San José, San José, Costa Rica Transperfect A tiempo completo
Job Description

We are looking for a highly motivated and results-driven individual to fill the role of Customer Experience Manager. As a key member of our management team, you will be responsible for delivering exceptional service to our clients, while also driving process improvements and team development.

Main Responsibilities:

  • Develop and implement strategies to improve customer satisfaction, retention, and loyalty.
  • Collaborate with the Contact Center Director to develop and implement business plans.
  • Provide coaching and mentoring to team members to enhance their skills and knowledge.
  • Stay up-to-date with industry trends and best practices in customer service.
Requirements

To succeed in this role, you will need:

  • A strong ability to lead, direct, and motivate others.
  • Strong conflict management, team-building, and motivational skills.
  • Strong communication skills, written, oral, and presentation.
  • Familiarity with contact center tools, systems, reporting, and methodologies.
  • An understanding of KPIs and process improvement.
  • At least 5 years of call center leadership experience.


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